Error while adding existing account to Outlook on iPad

Question

Error while adding existing account to Outlook on iPad

Martin Stylo Selke 25

I tried to install my Office 365 account on my new iPad. No issues with the Office 365 app, Word, Excel or PowerPoint. Also the Authenticator app was set up without any problems. Upon trying to add a profile in Outlook this error message appeared repeatedly:

Correlation Id: 5eeb5eaa-d14c-4f16-a14f-51f3d6627a43

DPTI: FC1C7566-0185-4134-B35B-CB7160301C4

Error Tag: 9hehw

Error Code: 0

I am not able to finalize the installation of my Office 365 account in Outlook app (and have no Administrator to ask). What do I need to do in order to get this solved?

Best regards,

Martin

Martin Stylo Selke 25 Reputation points

2023-10-18T07:28:10.9633333+00:00

I reinstalled the Autheticator and made sure it works. Outlook seems to open another instance of the Autheticator and shows the same error as written above.
ChristyZhang-MSFT 26,101 Reputation points Microsoft External Staff

2023-10-19T05:23:23.1033333+00:00

Hi @Martin Stylo Selke ,

Welcome to our forum!

In order to further confirm if the issue is related to the Authenticator, it's suggested that you could log in to web mail or Outlook desktop client to check if the issue persists.
ChristyZhang-MSFT 26,101 Reputation points Microsoft External Staff

2023-10-23T06:37:28.9333333+00:00

Hi @Martin Stylo Selke ,

Is there any update about your issue? Please feel free to post back.
Martin Stylo Selke 25 Reputation points

2023-10-23T08:07:31.6766667+00:00
Good morning, Christy.
Short family vacation... I did the proposed two things above.

I am able to access the email account via imap on my iPhone, as well as via Outlook on my laptop computer. The email address is also accessable via the webclient/homepage of the provider (It is a GMX address).

The authenticator app can be opened and used for other Microsoft Office 365 applications, e.g. when I unlock my OneDrive. I also have my Sony Playstation connected to the Authenticator which is working without any problems.

In the case of the iPad I get the feeling that it does not open the installed Authenticator app but instead uses a routine within the installation routine. Usually, I get asked to open the Authenticator app and the to be installed application is closed and the Authenticator apps opens up (or I receive a message on my iPhone and use the Authenticator app on that device to do the job).

I attached photos of the steps I am doing in sequence:

Adding a new account via the button below the circle with the M.

Add existing email account

Entering the email address and click add account (not create new account)

Clicking on the link in the upper right corner "Not IMAP"

Choosing the applicable account. Here I tried both Office 365 and Outlook.com with the same result.

This screen opens up (instead of the Authenticator App reacting on another decice or the app opening on the iPad).

Login Screen opens up and I enter my m.se***@gmx.de address which I use for all Microsoft products. Then I press next.

To end up here.

Any ideas?

Best regards,

Martin

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Martin Stylo Selke 25 Reputation points

2023-10-18T07:28:10.9633333+00:00

I reinstalled the Autheticator and made sure it works. Outlook seems to open another instance of the Autheticator and shows the same error as written above.
ChristyZhang-MSFT 26,101 Reputation points Microsoft External Staff

2023-10-19T05:23:23.1033333+00:00

Hi @Martin Stylo Selke ,

Welcome to our forum!

In order to further confirm if the issue is related to the Authenticator, it's suggested that you could log in to web mail or Outlook desktop client to check if the issue persists.
ChristyZhang-MSFT 26,101 Reputation points Microsoft External Staff

2023-10-23T06:37:28.9333333+00:00

Hi @Martin Stylo Selke ,

Is there any update about your issue? Please feel free to post back.
Martin Stylo Selke 25 Reputation points

2023-10-23T08:07:31.6766667+00:00

Good morning, Christy.
Short family vacation... I did the proposed two things above.

I am able to access the email account via imap on my iPhone, as well as via Outlook on my laptop computer. The email address is also accessable via the webclient/homepage of the provider (It is a GMX address).

The authenticator app can be opened and used for other Microsoft Office 365 applications, e.g. when I unlock my OneDrive. I also have my Sony Playstation connected to the Authenticator which is working without any problems.

In the case of the iPad I get the feeling that it does not open the installed Authenticator app but instead uses a routine within the installation routine. Usually, I get asked to open the Authenticator app and the to be installed application is closed and the Authenticator apps opens up (or I receive a message on my iPhone and use the Authenticator app on that device to do the job).

I attached photos of the steps I am doing in sequence:

Adding a new account via the button below the circle with the M.

Add existing email account

Entering the email address and click add account (not create new account)

Clicking on the link in the upper right corner "Not IMAP"

Choosing the applicable account. Here I tried both Office 365 and Outlook.com with the same result.

This screen opens up (instead of the Authenticator App reacting on another decice or the app opening on the iPad).

Login Screen opens up and I enter my m.se***@gmx.de address which I use for all Microsoft products. Then I press next.

To end up here.

Any ideas?

Best regards,

Martin

Answer 1

Hi @Martin Stylo Selke ,

Thanks for your reply!

According to your description, i understand that this issue only occurs in iPad but not in iPhone or desktop, please kindly understand that the Outlook tag here we mainly focus on general issues about Outlook desktop client. In order to better solve your problem, it's suggested to post your issue on this dedicated forum for Outlook for Mobile for more professional help.

Thanks for your understanding and hope your issue would be resolved soon.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Martin Stylo Selke 25 Reputation points

2023-10-25T12:20:13.16+00:00

Dear Christy,
would it be possible to transfer this thread to the other forum?

Kind regards,
Martin

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Error while adding existing account to Outlook on iPad

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